Burke Contractors Inc.

My name is [redacted] with Avas Flowers customer service management and I understand there was a question about your recent order. While most of our items are hand delivered from a local shop, anything marked as “Next Day Only” or “Farm Fresh” are delivered directly from the farm via UPS/FedEx. We...

received a call on the quality of this order and a redelivery was set up at the time. The order is currently out for delivery today - 3/29 under UPS tracking number [redacted]

Complaint: [redacted]
I am rejecting this response because:
I first completed the order without using the discount. I then found the discount code and applied to the order. The total was the same in both instances.  The other added charges were changed in the amounts after adding the discount code to bring the total to the same final cost.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the card was never delivered so no courtesy is involved.  Also the 15% discount coupon amount was not used to reduce the total cost.  Service was terrible as the recipient was required to make several phone calls to AVAS to determine the name of sender.  Fruit was not of the quality expected not withstanding the excuses given. 
Regards,
[redacted]

My apologizes for the issues experienced with your Avas order.A customer service representative informed customer of the cancellation due to resolving the customer issues. Customer was asked if we can issue this as full Store Credit with an additional $20 Store Credit too. The customer...

approved this resolution and the representative made sure that the information was understood by the customer, which it was and also approved too.  237820 reward points were deposited into the customers Avas Flowers account which are worth $98.91 and do not have an expiration date for their use.

Complaint: [redacted]
I am rejecting this response because:The service and quality were below what was promised.  I am greatly disappointed that: -the promise (large print in their ad) of same day delivery was not honored (and I ordered a day in advance)-the ordered quality was not available so a promise of premium flowers was promised - and not delivered.-although courteous, no one was empowered to correct the problem.  It was very frustrating to have the company promising solutions to both of these VERY IMPORTANT problems, which ended up being far inferior to what was verbally promised.So, in the end, the quality of the product was inferior and the appropriate delivery was not on time as promised.
Regards,
[redacted]

This is in response to the complaint submitted by Mr. [redacted],We understand the importance of every floral order. Avas Flowers takes great pride in our unbeatable commitment to customer satisfaction. Unfortunately, Mr. [redacted] was not satisfied with the arrangement that was received. We have...

since reached out to Mr. [redacted] and were able to resolve this to his satisfaction.   The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering.  We look forward to serving Ms. [redacted] in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

TO Whom it may concern,We have reviewed the complaint made by the recipient: [redacted].According to our records Mrs. [redacted] arrangement is filled to value.Mr. [redacted], placed an order via our website and selected the Love in Bloom Bouquete,This arrangement  follows the recipe given...

below:small red vase w/ 1 light pink rose, 2 red roses, 3 stems pink alstroe, w/ greens arranged tight roundy moundy We did not receive a phone call nor a product quality complaint from Mrs. [redacted]. All product quality complaints must be given within 24 hours, as well as the customer , or the person whom placed the order must reach out to us in regards to a resolution.

Please accept my apologizes for the issues mentioned. The customer ordered:A Florist Designed Basket Arrangement@$59.99 and the on line description was as follows: Let our designers create something truly unique and beautiful for someone special in your life. The arrangement will include...

the season's freshest flowers expertly arranged in a lovely basket with no indication of what flowers are to be used.   Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel. The customer called the day of the delivery requesting the delivery status and then, 4 days after the item arrived, a email complaint was issued. That is not within the guidelines of the Avas satisfaction policy;Avas Flowers Satisfaction Commitment, Cancellation, Returns, And Refunds PolicyIn the unlikely event you are unhappy with your product(s), please notify us within 24 hours of delivery and you may return the arrangement for a refund, request an exchange of products, or receive store credit.Substitution PolicyThe flowers and Products shown online are representative of color scheme, look and feel, overall style, and value rather than a literal interpretation of the delivery. Specific containers and/or flowers will vary in some cases due to designer interpretation, availability, or need to meet our quality standards. While substitutions may be necessary, a great effort will be made to keep the same look and feel of the arrangement, using flowers and products of greater or equal value.Minor substitutions may be made without prior consent or approval from the Customer.

My name is Chris and I am a customer service manager for Avas Flowers. Could you please provide the last 4 digits of the card that was used? I was unable to find a recent order under your name or email address. Thank you

Let me start by apologizing for this and confirming that you were refunded in full. I've attached the details below. We release our funds immediately, but it may take a few days for your bank/card to make those funds available to you again. 06/30/2016 6:14PM by cumbs ([redacted]) ...

REFUNDED ORDER The order has been refunded - Amount: $119.78 vs Transaction [redacted]

TO Whom it may concern,According to our records I do see here that the order was cancelled and refunded in full:The order has been refunded - Amount: $137.90 vs Transaction [redacted]

To whom it may concern,Thank you for taking the time to contact us regarding this order. [redacted] was refunded on 2/18 in the full amount of $56.93. The order was completely refunded once our designer confirmed the cancellation, which we advised [redacted] of on 2/14 when she spoke directly to an...

agent regarding her order. At this point, we cannot assist [redacted] further. Thank you and have a great day.

my apologizes for the issues mentioned. This was an on line/website order in which the customer provided the delivery address, which was incorrect. On 5/14, the customer provided the correct address and it was given to the florist. Within the Revdex.com complaint, the customer stated: "I found out that the...

same hospital had three separate facilities, in the same locality and then we corrected the address".Message to the florist;"Hi, here's the correct address for the hospital it is going to "[redacted]" the address is "[redacted]" as per the customer the recipient has been transferred to a different room. The new room number is #[redacted]" and here's the hospital phone number too ####-###-####". At that point, it was too late for delivery and was delivered to the corrected address on 5/15.  As shown within the Avas website:ON LINE ORDER PROCESSING:In order for a website order to be processed, the customer "MUST" check our TERMS of SERVICE prior to placing the order. At that time, the customer has the choice of viewing those terms and policies. Whether they read read them or not, they are bound by those terms. The customer MUST approve the acceptance of those terms of service before finalizing the on line order or the order will not be placed. Prior to the acceptance of "the terms of service", all of the charges for that order are shown and MUST be reviewed before acceptance of the order.Consumer must review company policies/guarantees: When is the deadline to place an order for it to arrive by a specified date? If something were to happen to your online order, would you be able to receive a full refund or replacement? Read the company policies for returns/exchanges and the fine print associated with your order to understand your rights as a customer of the company.Please read this Agreement carefully.  If you do not agree to this Agreement, you may not access or otherwise use this website or purchase. products or services from us. If a delivery attempt is made to an incorrect address provided by the customer or the arrangement is refused by the recipient, the order will not be refunded.  We will offer a redelivery to a valid recipient or address if requested and provided by the customer.

My name is Chris with the Avas Flowers customer service management and I’m very sorry there was such trouble with this order. Let me start by apologizing for this and confirming that you were refunded in full. I've attached the details below. We release our funds immediately, but it may take a few...

days for your bank/card to make those funds available to you again.9/24/2016 4:55PM by cumbs (Christopher Umbs)REFUNDED ORDERThe order has been refunded - Amount: $202.92 vs Transaction [redacted]

My apologizes for the issues mentioned. The phoned in order was for:A Dish Garden of Green Plants With Fresh Cut lilies @$69.99 with no indication of the colors to be used or the amount of plants that will be used either, but was filled to value by the florist based on the description. The order...

should have not been placed without a correct delivery location and was delivered to the address provided. The customer is emailed an invoice at the time the order is placed and that is the time that any corrections are to be made and that was not done. The photograph that was sent by the customer shows a beautiful blooming, full plant with lilies and greenery in a large basket. The size of the plant or basket is not provided in the on line description. The customer was offered a $20.00 store credit which was refused. Those points were issued and placed on the customer account as shown as a sign of good faith:Account DetailsCurrent Reward Points @[redacted] which are worth $23.95 and do not have an expiration date. thank you for your understanding.

My name is Chris with Avas Flowers customer service management and I’m very sorry there was such trouble with this order. We have been in touch with the customer as of the evening of 3/8 and rescheduled a delivery as per his request, but we can not resolve this with anyone but the customer.

My name is Chris with the Avas Flowers customer service management  and I’m very sorry there was such trouble with this order. Let me start by apologizing for this and confirming that you were refunded in full. I've attached the details below. We release our funds immediately, but it may take a...

few days for your bank/card to make those funds available to you again.08/15/2016 4:18PM CHARGE CREDITCARD $53.94 08/16/2016 7:04PM REFUND CREDITCARD $-39.99 08/16/2016 8:16PM REFUND CREDITCARD $-13.95 Balance: $-0.00

Please accept my sincere condolences for your loss and my apologizes for the delivery issues. As shown below, a full refund was issued.A refund of $66.93 has been applied to order no:, [redacted]The following email was sent to "[redacted]":A refund in the amount of $66.93 has been issued. It...

may take your bank up to 10 days to process this refund. We apologize for any inconvenience

This is in response to the complaint submitted by Ms. [redacted],We understand the importance of every floral order. Avas Flowers takes great pride in our unbeatable commitment to customer satisfaction. Unfortunately, Ms. [redacted] was not satisfied with our service in this matter. Upon...

review, we have determined that this order was placed through our website for an item that has a delivery method listed as either UPS or FedEx. In such cases, we do not have as much control over the timing of the delivery as we would with a hand delivered item.The following is from our Customer Service policies:We will make every attempt to accommodate delivery requests, however we do not guarantee deliveries for specific times. Typically during normal circumstances and seasons, deliveries are made from hours ranging from 9am-7pm local time. This delivery window may change during high-volume days or seasons.Products that are marked as “Wholesale,” “Farm Fresh,” ”Farm-Direct”, or “delivered in a Gift Box” are offered as part of our Direct From the Farm and Warehouse Direct programs. These items are only available through delivery via UPS and FedEx - therefore they cannot be delivered the same day.Despite this, we did reach out to Ms. [redacted] to resolve this by phone and by email. Ms. [redacted] responded to our email and advised us that she did not wish to pursue this matter further with us. We do remain open to resolving this but will respect her desire for no further contact.The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering.  We look forward to serving Ms. [redacted] in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

On 5/13 - the customer was refunded in full.